Institutional Framework Improving Customer Service in Registers of

Institutional Framework Improving Customer Service in Registers of Scotland Marcus Mackenzie Customer Service Centre Manager marcus. mackenzie@ros. gov. uk

Introduction to Registers of Scotland • Land & property registration organisation for Scotland • Self-financing Government Agency • 1500 staff • Offices in Edinburgh and Glasgow • Responsible for 16 public registers

Ro. S Objectives, Vision and Values • Long-term objective: To maximise the benefit of land registration to our customers, stakeholders and the citizens of Scotland. • Vision: To be recognised as one of the most efficient and effective land registries in the world • Defined values as an organisation

The Customer Service Framework

Customer Service Centres Customer Service Framework in Ro. S Customer Relations Management Service Development

Customer Service Centres • 2 Customer Service Centres – city centre sites in Edinburgh and Glasgow • In operation for 6 years • 1 st point of contact for all customers • “One Stop Shop” for information provision • Services developed in line with customer demand

Customer Relations Management Responsible for: • Ro. S website, brochures and leaflets • Registers Direct – Liaison with customers – Training • Customer surveys • External events • Advertising • Charter Mark

Service Development Aims: • To research and develop new business opportunities • To maximise the availability of Ro. S data Key services: • Customised reports and services • Ad hoc services for customers

Information Products & Services • REGISTERS DIRECT www. registers-direct. ros. gov. uk • Recent localised house prices via www. scotlandshouseprices. gov. uk • Individual Property Prices • Average Property Prices • Volumes of Sales • Land Values - Bulk Data • Customised Reports • Spatial Data from Digital Mapping System

Customer Service Targets Production: • Achieve a 98% rating for overall customer care in the annual Customer Survey Information Services: • Process 97% of all customer enquiries in compliance with ROS published response standards (e. g. General Correspondence within 8 working days)

Developing and Maintaining a Customer Oriented Approach Balancing demands on the organisation: Government Institution Customer • Focus Groups • Workshops Service • Customer Surveys • Customer Complaints and feedback

Staff Training & Development • Broad range of customer focused training • Scottish Vocational Qualification in Customer Service • “Customer Focus” key competency in Performance & Development System

The Data Access Framework

Public Registers • Records are open and accessible to all customers (on payment of a fee) • This accessibility supports further service development

European Legislation Affecting Data Access • Data Protection • Freedom of Information

e. Service

Example 1: National Archive Project • Joint Project between National Archives of Scotland Registers of Scotland • Convert paper and microfiche to electronic image • Available via Registers Direct • Service hours and availability improved • Information obtained much quicker

Example 2: • • • Straightforward registration applications Paper free registration Same day registration Electronic payment of registration fees Electronic processing and collection of stamp duty land tax • Efficient and cost effective registration

Data Quality • "To develop an overall approach towards data to ensure that accurate, current and consistent data and information are available and can be exchanged amongst our staff and customers. "

Benefits • To the customer – Efficiency – Accuracy – Cost • For securing real property rights – Speed – Transparency – Reliability

Ro. S Customer Service in the European Context

Questions? Marcus Mackenzie Customer Service Centre Manager marcus. mackenzie@ros. gov. uk